Workforce Management Consulting Supervisor

The WFM Consulting Supervisor SME will be part of a global workforce consulting team and will act as an end-to-end expert on WFM’s four main functions (planning, scheduling, real time and reporting), providing support for the planning and implementation of key WFM projects and initiatives across TELUS International and potential clients. 

Main responsibilities: 

• Understanding existing business, site, account requirements 
• Collaborating to assess what the right processes should be per workforce function 
• Support the deployment of these processes across the sites and accounts under scope 
• Delivering projects on time, in scope while meeting customer quality requirements 
• Proper tracking, follow up and timely completion of all agreed project delivrables (end to end) 
• Building comprehensive document summarizing project deliverables, challenges and final outputs to be shared internally and with clients 
• This team member may be required to travel when possible

Requirements:

• English - B2 minimum level in written and oral
• Availability for a flexible schedule 

Skills expected: 

• Positive attitude 
• Creative thinking and organizational skills 
• Systematic and precise approach 
• Developed communication and negotiation skills 
• Problem solving using a disciplined approach 
• Ability to deal with tight timelines 
• High analytical and statistical skills 
• Effective presentation skills 
• Developing strong relationships 
• Attention to detail / high standards 
• Ability to work independently. 

Knowledge: 

• Proficiency in Excel and Google Sheets 
• Basic knowledge in Verint is required (Scheduling and Configurations) 
• Basic knowledge in Project Management would be an advantage 

Studies and experience: 

• Desirable: studies in Business Administration, Mathematics, Systems Engineering or related University careers
• Required: 3+ yrs of experience as a Workforce Planning Analyst (the experience can be combined with scheduling and at least 1 year as Capacity Planning) 
• Required: end-to-end knowledge of every Workforce function (planning, scheduling, real time, reporting)
• Desired: knowledge in multiple client verticals (ie health, telco, energy)

Only the applicants selected by the Hiring Manager will be included in the recruitment process (including an initial eliminatory assessment and interviews). 

We offer:

• Stable job - permanent labor contracts
• Monthly meal tickets
• Public transportation and gym subscriptions reimbursement, after trial period
• Private medical insurance coverage
• Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more
• International career - regular training and international career opportunities
• Multilingual exposure - improve your spoken and written language skills
• Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
• Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long

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